Citizen Service Advisor Trainee
Government Jobs, Norfolk, VA, United States
Job Title: Citizen Service Advisor Trainee
The City of Norfolk's Office of Citizen Services is seeking to hire Citizen Service Advisor Trainees for the Norfolk Cares Contact Center. The City of Norfolk is committed to better municipal management and serving residents more effectively. The Office of Citizen Services, utilizes data analytics and innovative strategies to enhance community engagement, improve service efficiency and boost citizen satisfaction. The Norfolk Cares Center is an effective contact center that provides accurate, timely information and responses to citizen complaints, city processes and information related to services provided by the City. The contact center affords citizens the opportunity to report concerns and issues that affect the public health and the safety of Norfolk Citizens. The Citizen Service Advisor Trainee serves as a front-line liaison for the City of Norfolk, affording residents, businesses and visitors the opportunity to have 1 Call to City Hall. The Citizen Service Advisor Trainee will be responsible for answering and accurately routing incoming calls and requests from residents, businesses, and visitors. Essential Functions
Essential functions include but are not limited to: Responding to customer inquiries for information and service using an automated call distribution or electronic services system; responds to public information inquiries by telephone, computer, and/or mailings. Following division protocols and scripts provide timely information on City services, policies, and practices in a courteous and effective manner; uses applicable computer and customer interactive applications and other job-related office equipment; meets quality standards for service. Referring to inquiries, or follows up, as needed, to applicable City departments and agencies. Performing administrative support work such as entering, updating, and editing customer service requests; determines appropriate processes to be used; maintains clear and organized handwritten and/or electronic records. Keeping current regarding the functions and operating procedures of City departments and agencies; maintains knowledge of the City's website, and geography of the city and surrounding areas. Working in cooperation with interested residents, businesses, visitors and city departments to improve the quality of life of Norfolk residents Mediating between parties concerning city services and providing resolution Referring unresolved issues to the agencies responsible for taking the necessary corrective action Educating citizens, businesses and visitors about city services Serves as a liaison between residents and City Hall: helping residents navigate City Departments Regular, reliable, and punctual attendance is a necessity for this position Education/Experience
Work requires knowledge necessary to understand basic operational, technical, or office processes. Level of knowledge equivalent to four years of high school or equivalency.
No experience required.
The ideal candidate will possess the following knowledge, skills, and abilities: Written Comprehension
- ability to understand written sentences and paragraphs.
Written Expression
- ability to use words or sentences in writing so that others will understand.
Problem Sensitivity
- ability to tell when something is wrong or is likely to go wrong. It includes being able to identify the whole problem as well as elements of the problem.
Deductive Reasoning
- ability to apply general rules to specific problems to come up with logical answers.
Information Ordering
- ability to follow correctly a rule or set of rules or actions in a certain order. The rule or set of rules used must be given. The things or actions to be put in order can include numbers, letters, words, pictures, procedures, sentences and mathematical or logical operations.
Time Sharing
- ability to shift back and forth between two or more sources of information.
Judgment
- ability to develop alternative courses of action in making decisions from logical assumptions that reflect factual information.
Behavioral Flexibility
- ability to modify one's approach to most effectively meet the needs of the situation.
Receptive to constructive criticism with the ability to learn from feedback
Proven ability to maintain high quality standards while handling multiple responsibilities
Experience in Salesforce, Central Square, Harris Northstar, Duncan Solutions, Paylock, and Zephire.
Additional Information & Requirements
Working Hours: Monday
Friday 7:55 am
5:00 pm Work Location: 835 Glenrock Road Suite 220 Norfolk, VA 23502 (Remote Eligible) **This position is deemed essential which means staff will be required to work during inclement weather and emergencies**
The City of Norfolk's Office of Citizen Services is seeking to hire Citizen Service Advisor Trainees for the Norfolk Cares Contact Center. The City of Norfolk is committed to better municipal management and serving residents more effectively. The Office of Citizen Services, utilizes data analytics and innovative strategies to enhance community engagement, improve service efficiency and boost citizen satisfaction. The Norfolk Cares Center is an effective contact center that provides accurate, timely information and responses to citizen complaints, city processes and information related to services provided by the City. The contact center affords citizens the opportunity to report concerns and issues that affect the public health and the safety of Norfolk Citizens. The Citizen Service Advisor Trainee serves as a front-line liaison for the City of Norfolk, affording residents, businesses and visitors the opportunity to have 1 Call to City Hall. The Citizen Service Advisor Trainee will be responsible for answering and accurately routing incoming calls and requests from residents, businesses, and visitors. Essential Functions
Essential functions include but are not limited to: Responding to customer inquiries for information and service using an automated call distribution or electronic services system; responds to public information inquiries by telephone, computer, and/or mailings. Following division protocols and scripts provide timely information on City services, policies, and practices in a courteous and effective manner; uses applicable computer and customer interactive applications and other job-related office equipment; meets quality standards for service. Referring to inquiries, or follows up, as needed, to applicable City departments and agencies. Performing administrative support work such as entering, updating, and editing customer service requests; determines appropriate processes to be used; maintains clear and organized handwritten and/or electronic records. Keeping current regarding the functions and operating procedures of City departments and agencies; maintains knowledge of the City's website, and geography of the city and surrounding areas. Working in cooperation with interested residents, businesses, visitors and city departments to improve the quality of life of Norfolk residents Mediating between parties concerning city services and providing resolution Referring unresolved issues to the agencies responsible for taking the necessary corrective action Educating citizens, businesses and visitors about city services Serves as a liaison between residents and City Hall: helping residents navigate City Departments Regular, reliable, and punctual attendance is a necessity for this position Education/Experience
Work requires knowledge necessary to understand basic operational, technical, or office processes. Level of knowledge equivalent to four years of high school or equivalency.
No experience required.
The ideal candidate will possess the following knowledge, skills, and abilities: Written Comprehension
- ability to understand written sentences and paragraphs.
Written Expression
- ability to use words or sentences in writing so that others will understand.
Problem Sensitivity
- ability to tell when something is wrong or is likely to go wrong. It includes being able to identify the whole problem as well as elements of the problem.
Deductive Reasoning
- ability to apply general rules to specific problems to come up with logical answers.
Information Ordering
- ability to follow correctly a rule or set of rules or actions in a certain order. The rule or set of rules used must be given. The things or actions to be put in order can include numbers, letters, words, pictures, procedures, sentences and mathematical or logical operations.
Time Sharing
- ability to shift back and forth between two or more sources of information.
Judgment
- ability to develop alternative courses of action in making decisions from logical assumptions that reflect factual information.
Behavioral Flexibility
- ability to modify one's approach to most effectively meet the needs of the situation.
Receptive to constructive criticism with the ability to learn from feedback
Proven ability to maintain high quality standards while handling multiple responsibilities
Experience in Salesforce, Central Square, Harris Northstar, Duncan Solutions, Paylock, and Zephire.
Additional Information & Requirements
Working Hours: Monday
Friday 7:55 am
5:00 pm Work Location: 835 Glenrock Road Suite 220 Norfolk, VA 23502 (Remote Eligible) **This position is deemed essential which means staff will be required to work during inclement weather and emergencies**